KnowBe4

Customer Success Manager

• Take absolute ownership of an Enterprise CSM team, managing daily, weekly, and quarterly production targets to consistently hit and exceed retention and growth metrics.
• Strategically guide and track the team's expansion initiatives, coaching CSMs on how to identify, navigate, and secure upsell opportunities within the enterprise segment.
• Ensure the team is seamlessly executing high-impact EBRs that align with customer objectives and clearly demonstrate a return on investment (ROI) to executive stakeholders.
• Act as the senior management escalation point for critical account issues. Dive into complex, technical customer problems and assist the team with contract negotiations to secure optimal retention terms.
• Continuous review of team performance metrics and dashboards. Tweak, add, or remove operational processes to back up desired team behaviors and eliminate performance roadblocks.
• Build a highly empowered team culture. Actively manage team performance, create targeted success plans for underperforming assets, and deliver heavily weighted recommendations on hiring, promotions, and discipline.

Manager, Enterprise Customer Success

Implementation Specialist

• Lead the onboarding and implementation process for new customers
• Collaborate with CSMs and Sales to understand customer goals
• Provide hands-on support during platform setup
• Act as the primary point of contact for customers during implementation
• Ensure a smooth handoff from Sales to Customer Success
• Conduct regular check-ins with customers
• Document implementation steps and create knowledge base articles
• Coordinate with technical support
• Identify opportunities to improve the customer onboarding experience
• Work with existing customers to integrate all products/features

Customer Implementation Specialist

Learning and Development

• Facilitate the delivery of comprehensive sales development initiatives aimed at cultivating a high-performing salesforce within the apprenticeship program.
• Conduct skills-based assessments, role-plays, demonstrations, and practical exercises to evaluate trainees’ knowledge, identify skill gaps, and provide targeted coaching and training plans.
• Monitor performance metrics and statistics for revenue trainees, identify areas for improvement, and implement corrective training interventions to address performance issues.
• Collaborate with cross-functional teams to ensure alignment between training programs and organizational goals, policies, and procedures.
• Review and inspect Salesforce data, statistics, customer interactions, and administrative tasks to ensure compliance with policies and procedures, and provide coaching and guidance to enhance data accuracy and customer handling.
• Provide genuine feedback regarding the fit and potential of trainees in coordination with Human Resources and hiring managers.
• Collaborate with subject matter experts, managers, and stakeholders to identify training needs, gather feedback, and continuously improve training programs to align with evolving business requirements.
• Leverage learning management systems (LMS) and other digital platforms to streamline training delivery, tracking, and reporting.
• Stay current with industry trends, best practices, and emerging technologies in sales and customer success, and training methodologies to enhance the organization’s training offerings.
• Provide genuine recommendations as to the discipline and/or firing of new sales hires to which Sales Leadership gives significant weight.

Revenue Training Specialist

Executive Assistant

• Act as the central tracking hub for the SVPs; driving follow-up and follow-through on key initiatives
• Manage complex, fluctuating calendars across multiple time zones
• Own the logistics for internal and external leadership events
• Prepare basic presentations, review reporting layouts, and organize documentation for critical executive alignment sessions
• Coordinate comprehensive global travel itineraries and process monthly expense reports accurately and efficiently

Executive Assistant – Customer Success SVPs

Account Executive

• Promote and sell KnowBe4’s range of products and services
• Identify and close net new customers they’re assigned
• Build and maintain pipeline of potential customers by developing and managing relationships with prospects
• Forecast new business prospects that result in successful client relationships and sales
• Identify key decision makers while developing and qualifying new business opportunities within the targeted markets through cold calling, networking and high-level prospecting
• Articulate the value proposition of KnowBe4’s products and help the customer understand how it will improve their business’s security awareness training (and security overall)
• Achieve or exceed monthly quotas and/or targets
• Be well versed in KnowBe4’s product offerings and promote the products and services at trade shows as requested
• Follow up on marketing leads to generate new sales opportunities and pipeline
• Act strategically in offering or negotiating discounted pricing, in line with established policies and procedures
• Maintain accurate and thorough records for customer calls, emails, notes, tasks, demos and other relevant information in compliance with the Administration Policy

Account Executive – ENT/Strategic

Sales Development Rep

• Reach out via phone and/or email to cold prospects and get them interested in a KnowBe4 product
• Gauge the interest of prospects to qualify them as potential customers
• Pass the qualified and interested prospects to their assigned Territory/Account Executive(s)

Sales Development Representative

• Map company structure and verify their information to find workable accounts
• Map and identify appropriate contacts from the workable accounts
• Learn critical elements of prospecting conversations in preparation for qualification calls
• Role-play to learn conversation best practices, mirroring, labeling, and objection-handling techniques
• Conduct calls and emails to drive solid demo bookings
• Schedule and hand-off demo ready lead to quota carrying Sales Representatives
• Learn how to organize, clean, prospect, and maintain our CRM database
• Shadow sales development representatives with prospective customers to grow in your conversation knowledge, understanding and skills
• Listen to demos of sales calls from Account Executives of varying levels of tenure
• Work with cross-functional sales teams to understand the KnowBe4 business model better